Complaints

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• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello.  Only 2% of what has been said is correct (wheels put back on and towed to west branch) remaining 98% is inaccurate, the person who replied to the complaint was not involved, this is apparent, nor did he/she received the accurate information.

  FACTS:

  1) The trailer was not repaired properly, otherwise the wheel would have not come off the trailer, safety hazard, people could have seriously been hurt.

  2) I went back and forth texting Papa's receptionist begging for them to send out someone, they did not want to, until I ask to please speak with owner; I waited several hours on the side of the highway in the dark.

  3) I was never told, the trailer was going to be repaired the next day, how would they know how fast they can fix it when they did not know the extend of the damage?

  4) I do not live in ****, I had to returned back to where I live, otherwise I would have incurred more expenses which Papa's would have been responsible for, in my opinion.

  All I'm asking is for this business to conduct themselves ethically and at least reimburse the expense that I incurred, not to mention the stress, exhaustion, misstreatment and danger situation we were put in.  Can there be accountability.

  Thank you.

  al gasoline, tolls, and hotel stay expense because they were not diligent repairing the trailer, which we are glad no one was injured when the tire came off and the trailer hit the ground causing sparks. We are looking for a total refund of $967.69,

  Business Response

  Date: 04/23/2025

  When the trailer was towed originally, it had all the studs broken off the wheel hub.  We were able to pound all the studs out and replace them.  When we put the wheel back on, the customer was standing there watching our technician torque the tire down.  The customer commented at that time when the wheel came back on that the technician torqued the wheel the first time.  There were no issues on our end with getting the trailer towed back.  The issue was the customer wanted another company to tow it back to *************  We explained that due to their location (15 miles East of West Branch) and us already working on it, we would use our own towing service and have it brought to our location in ************  The trailer was then towed to our West Branch location, which we (Papa's) covered the cost of.  Our technician had the trailer repaired and ready to go by 10:00AM the next day.  The customer chose to keep going to their destination instead of waiting for the trailer to be repaired first thing in the morning at no charge to them.  We do not play games or over-charge.  We make repairs and charge a price for those repairs.  We covered a lot of the cost that went into these repairs.  

  
  

  Business Response

  Date: 05/21/2025

  The trailer was repaired correctly. All we did was put new studs and Lugnut's on the one-wheel end. The owner of the trailer stood behind the mechanic when he torqued the lug nuts. There is a reason we have on our invoices that lug nuts need to be re-torqued at 50 miles. Yes, the trailer didn't make it that far before they loosened up but that's why it's stated.
  
  They did go back and forth with our receptionist. We told them numerous times it can't be fixed out there. At the time it broke down all parts stores were closed for the day. We told them we would send our own wrecker company out and they fought it which is what took so long. Once they finally agreed to it we called the wrecker out which was about ***** miles away from where they broke down at.
  

  We knew what the issues were as they stated the same thing happened. We also told them we would fix it right away the next day. 
  
  Where they live isn't relevant to this issue. We told them we would have them up and fixed the next morning right away and with no charges to them. No repair bill nor any tow bill would be charged to them.
  
  This is utterly ridiculous.  *********** doesn't owe this person a dime. They are the ones who continued on their way instead of waiting for the trailer to be fixed by 10am the next day.Then the trailer stayed at our lot for the next 2 weeks until they picked it up, which we could've/should've but did NOT charge them for.  We were willing to "eat" our costs in this but if this person wishes to continue pushing to create false narratives in an effort to make our company look bad and try to get money out of us, then we will without hesitation take legal action to collect what we are owed from them and ensure they're held responsible for the shake down they're attempting on an honest and reputable small business.